Nicole Donahue
Dunkirk
Summary
Experienced Call Center Supervisor with a strong background in customer service, banking, and operations management. Proven track record of effectively leading teams, implementing policies and procedures, and resolving customer disputes. Skilled in data entry, compliance review, and training. Proficient in Microsoft Office and Reporting. Results-oriented professional dedicated to delivering exceptional service and driving team performance to achieve organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Supervisor / Operations Team Member
Lake Shore Savings
03.2022 - Current
- Data entry and compliance review
- Review and process incoming wire transfers
- Review all outgoing wires for accuracy
- Oversee and coordinate preparation of customer account research, including Subpoena Processing
- Facilitate the implementation of new products and services as applicable to the Call Center
- Create and update all Policies and Procedures relevant to the Call Center Responsibilities
- Updated all training manuals for the Call Center
- Back up to Business online Set up/Registrations
- Backup to File, track and complete all debit card disputes, ensuring we are following Regulation E deadlines
- Created a new debit card dispute form to be used bank wide
- Run monthly reports using Crystal Reporting, enter updated information and create graphs for efficient bank wide information to be sent to Board members
- Review all debit card fraud cases to ensure completion
- Head of Instant Issue Debit Cards using card@once
- Tracking Inventory, ordering supplies and troubleshooting
- Manage a team of call center agents, providing guidance and support to ensure high-quality customer service
- Monitor call center metrics including average handle time, first-call resolution rate, and customer wait times to identify areas for improvement
- Analyze call recordings and provided feedback to agents to improve their communication skills and adherence to company policies
- Create performance goals for individual team members based on key performance indicators (KPIs) such as call quality, productivity, and customer satisfaction
- Conduct regular performance evaluations with team members, providing constructive feedback and identifying opportunities for growth
- Developed strategies to effectively handle escalated calls or difficult customers, ensuring prompt resolution while maintaining positive relationships
- Assist with hiring processes by conducting interviews/screenings of potential candidates for open positions within the call center department
- Provide ongoing coaching and mentoring to team members, identifying areas for improvement and providing resources/training as needed
- Manage scheduling of breaks/lunches for agents to maintain optimal staffing levels during peak hours
- Demonstrate strong leadership skills by fostering a positive work environment that encouraged teamwork, open communication, and employee engagement
Call Center Specialist
Lake Shore Savings
09.2021 - 03.2022
- Responsible for developing and maintaining customer and business relationships
- Research and resolve customer requests, solved all problems regarding all products and services provided by the Institution
- Provided ATM/Debit card support, including card ordering, deactivating, reissuing, logging captured cards and research and maintenance
- Provided support for Internet Banking, Bill Pay, Zelle to include new customer set up, password resets, lockouts, bill payment inquiries and rejected enrollments
- Assisted with Time deposit renewals and provided rates to customers
- Completed Dash Line Pin resets, research and resolutions
Personal Banker
Lake Shore Savings
07.2020 - 03.2021
- Completed all new account openings, ensured all necessary paperwork was completed
- Cross – sold the Institution’s products and services to assist the Customer in meeting their financial needs
- Balanced vault/ received and broke down money orders
- Researched and found Teller differences
- Completed IDV/Qualifier and Enfact on all potential customers to ensure we met the customer’s financial needs, while protecting the institution from potential loss
- Assisted the customer with the best loan products for their individual financial needs
- Completed all loan applications in a timely manner to meet the customer’s financial needs
Customer Service Specialist
Lake Shore Savings
08.2019 - 07.2020
- Completed all withdrawal/deposits/money orders/ cashier checks and cash advances to meet the customer’s financial needs
- Balanced the drawer daily to ensure no teller differences
- Completed all Change orders
- Became Back up Head Teller/ balanced the vault/ closed the Bank
- Cross – sold products and services provided by the Institution to assist the Customer in meeting their financial needs
- Completed night deposits, in a timely manner
Stylist
Regis Corporation
10.2016 - 08.2019
Education
Associate’s - Human Services
Jamestown Community College
09.2002
Skills
- Customer Support
- Microsoft Excel
- Training
- Research
- Problem Resolution
- Microsoft Office
- Crystal Reports
- Supervising
- Interviewing
Certification
Cosmetology License
Timeline
Call Center Supervisor / Operations Team Member
Lake Shore Savings
03.2022 - Current
Call Center Specialist
Lake Shore Savings
09.2021 - 03.2022
Personal Banker
Lake Shore Savings
07.2020 - 03.2021
Customer Service Specialist
Lake Shore Savings
08.2019 - 07.2020
Stylist
Regis Corporation
10.2016 - 08.2019
Associate’s - Human Services
Jamestown Community College
Cosmetology License
Similar Profiles
Marie PetroniMarie Petroni
Preschool Teacher's Assistant at Lake Shore SchoolsPreschool Teacher's Assistant at Lake Shore Schools
Spencer RhyansSpencer Rhyans
Emergency Medical Technician (Volunteer) at Lake Shore Volunteer Fire CompanyEmergency Medical Technician (Volunteer) at Lake Shore Volunteer Fire Company
Blerina KalmetaBlerina Kalmeta
GSRP Lead Teacher at Lake Shore Public SchoolsGSRP Lead Teacher at Lake Shore Public Schools